[1] 国家信息中心. 2002中国经济展望(产业卷)[C]. 北京:中国计划出版社,2001. 380-387. [2] Fornell C. A national customer satisfaction barometer: the Swedish experience [J]. Journal of Marketing, 1992, 56(1) . 6-21. [3] Brecka J. The American customer satisfaction index [J]. Quality Progress, 1994, 27(10) . 41-44. [4] Johnson M, Fornell C. A framework for comparing customer satisfaction across individuals and product categories [J]. Journal of Economic Psychology, 1991, 12 (5) . 267-286. |